SuperYears - Complaints & Dispute Resolution Policy

Version: Draft v2026-1

Effective date: 01 March 2026
Contacts: support@superyears.com.au (operations) · legal@superyears.com.au (formal complaints)
Applies to: the public website, public calculators/tools, and the subscription app/service (together, the Services).
Order of precedence: If this Policy conflicts with the Website Terms or Subscriber/App Terms, those Terms prevail. This Policy sits alongside our Privacy Policy, Accessibility & Data‑Use Statement, and Cookie Policy.

Plain‑English explainer (read this first)

If something’s gone wrong, we want to fix it quickly. This page explains how to complain, what happens next, how long it takes, and where you can escalate if you’re not satisfied. We record complaints to improve our Services, and we won’t treat you unfavourably for raising one.

What’s inside

C‑1 Scope (what this covers)
C‑2 What is a complaint (definition)
C‑3 How to lodge a complaint (channels)
C‑4 What to include
C‑5 Our process, triage & timeframes
C‑6 Remedies & refunds (ACL preserved)
C‑7 Accessibility, representatives & vulnerability support
C‑8 Privacy, records & retention
C‑9 External escalation options
C‑10 Changes & contact

C‑1. Scope (what this covers)

This Policy covers complaints about our public website, public calculators/tools, and the subscription app/service, including accessibility, billing, service quality, security/abuse, and privacy matters arising from the Services.

Out of scope (examples): disputes with your super fund or financial adviser, issues with App Store/Google Play billing flows we don’t control, or matters unrelated to the Services. We’ll try to point you to the right place.

C‑2. What is a complaint (definition)

A complaint is any expression of dissatisfaction about the Services where a response or resolution is explicitly or implicitly expected. Feedback that doesn’t seek a response is treated as general feedback unless you ask otherwise.

C‑3. How to lodge a complaint (channels)

Email: support@superyears.com.au (operations), legal@superyears.com.au (formal complaints).
Web form: **INFORMATION NEEDED HERE: COMPLAINT FORM URL***.
Alternate contact channel (accessibility): ***INFORMATION NEEDED HERE: PHONE LINE OR ASSISTED CHANNEL***.
Authorised representative: You may appoint someone to act for you (e.g., a carer, advocate, or adviser). Provide their name, contact, and your written authorisation.
No fees: We do not charge you to lodge or escalate a complaint.

C‑4. What to include

Your name, contact details, and account email (if applicable).
A clear description of the issue, when it happened, and any relevant screenshots/docs/URLs.
The outcome you’re seeking.
Any access needs or preferred format for our response.

C‑5. Our process, triage & timeframes

Acknowledgement: we aim to confirm receipt within ***INFORMATION NEEDED HERE: e.g., 1 business day***, including a case reference and the date of your next update.
Triage: we assign a severity to set expectations:
S1 Critical: widespread outage, security/privacy risk, or safety risk → fast‑track and escalation to on‑call; target response within ***INFORMATION NEEDED HERE: e.g., 4 hours***.
S2 High: major feature not working for many users → target substantive response within ***INFORMATION NEEDED HERE: e.g., 2 business days***.
S3 Standard: individual issue, billing question, minor bug → target substantive response within ***INFORMATION NEEDED HERE: e.g., 10 business days***.
Investigation & fairness: we gather facts and may ask for more information. Where possible, a reviewer not directly involved in the events will assess your complaint; complex matters may take up to ***INFORMATION NEEDED HERE: e.g., 30 days***. We’ll keep you updated and explain any delays.
Outcome: we’ll explain what we found, decisions made, any remedy offered, and how to escalate if you’re not satisfied.
Delays: if we can’t provide a final response within the above timeframes, we’ll tell you why, what we’re waiting on, and when you’ll next hear from us.
Store purchases: if you subscribed via Apple App Store or Google Play, cancellations/refunds are handled in those channels. We’ll guide you to the correct store process.

C‑6. Remedies & refunds (ACL preserved)

Nothing in this Policy limits your rights under the Australian Consumer Law (ACL).
If there is a major failure, you’re entitled to the ACL remedies. Where there is no major failure, we’ll provide remedies required by law and as set out in the Subscriber/App Terms.
Direct billing: our refund position is in the Subscriber/App Terms.
App Store/Google Play: refunds are subject to the store’s policies.

C‑7. Accessibility, representatives & vulnerability support

We accept complaints in accessible formats on request (e.g., large print, tagged PDF).
Tell us if you need extra support; we will make reasonable adjustments.
You can use an authorised representative (see C‑3).
Vulnerability: if you tell us you’re in a vulnerable situation (e.g., health, age, language, financial hardship), we’ll prioritise assistance, use plain language, and offer alternate channels where feasible.
For language support, you may use TIS National or a support person. ***INFORMATION NEEDED HERE: IF YOU PROVIDE A TRANSLATION/INTERPRETING OPTION, LIST IT***.
No fees: there are no charges for lodging, handling, or escalating a complaint.

C‑8. Privacy, records & retention

We handle complaint information under our Privacy Policy. Please avoid sending TFNs, full card numbers, or biometric data.
We keep complaint records (including correspondence, decisions, and remediation actions) for ***INFORMATION NEEDED HERE: retention period, e.g., 24 months***, or longer if required by law, then delete or de‑identify.
Security: access is role‑based; data is encrypted in transit; we monitor for unauthorised access.
We may de‑identify and aggregate complaint data to improve our Services; we take steps to prevent re‑identification.

C‑9. External escalation options

Privacy issues: Office of the Australian Information Commissioner (OAIC) - oaic.gov.au · 1300 363 992 · GPO Box 5288, Sydney NSW 2001.
Consumer issues: Consumer Affairs Victoria - consumer.vic.gov.au (or your state/territory fair trading agency); ACCC - accc.gov.au (general guidance).
External dispute resolution scheme: if we become a member in future (e.g., for financial services), we will add details here: ***INFORMATION NEEDED HERE: NAME/LINK IF APPLICABLE***.

Note: We are not your financial adviser and do not provide personal financial advice. Where your complaint relates to a super fund or financial product advice, you may need to contact the relevant fund or licensed adviser.

C‑10. Changes & contact

We may update this Policy; the Effective date will change and we will keep an archive of prior versions.

Questions? legal@superyears.com.au

Important notice: Information on the Site is general in nature and does not constitute personal financial advice.